Endpoint and End-User Support Manager; Information Systems Analyst - Library Department

Position: Endpoint and End-User Support Manager (Information Systems Analyst) - Library Department
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About the Department

The award-winning San José Public Library (SJPL) consists of more than
600employees, a 23% bilingual workforce, and has
24 branch libraries across San José, in addition to the Dr. Martin Luther King, Jr. Library, which is the city's main library jointly operated through a unique partnership with San José State University. SJPL serves a diverse community of roughly one-million residents and currently has nearly 700,000 library members. It annually attracts over 6 million visitors (pre-pandemic) and circulates more than 8 million items per year.

Over the past few years, SJPL has cultivated a 21st century library experience dedicated to public service and committed to equity, diversity, and inclusion at the core. In addition to providing library services to the community, SJPL proudly leads two citywide initiatives - the Education and Digital Literacy Strategy and the SJ Accessdigital equity initiative, which has become the number one provider of free public access to Wi-Fi connectivity, tech device lending, and multi-lingual digital literacy programs and support.

SJPL is led by Jill Bourne, City Librarian, who was nationally recognized in 2017 as Library Journal's "Librarian of the Year."

SJPL enriches lives by fostering lifelong learning and ensuring that every member of the community has access to a vast array of ideas and information. The library department is a place where people do great work and make a difference in our community. To see examples of SJPL's work and learn more about its impact, visitwww.sjpl.org. Join us to make a difference!

Position Duties

The San José Public Library (SJPL) is seeking an Endpoint and End-User Support Manager (Information Systems Analyst, ISA) to lead the technology that runs one of the nation's most innovative library systems. This is a hands-on technical leadership role for someone who wants their work to directly expand and impact digital access across a large and diverse community and workforce.

SJPL's Library Information Technology (LIT) unit deploys, maintains, and supports all publicly accessible technology across the twenty-five-branch library system, including audiovisual (A/V) systems in community rooms; technology centers and PCs at every branch; and the laptops (Windows and Mac), Chromebooks, iPads, and smartphones used for public programs. Behind the scenes, more than 500 SJPL employees also depend on LIT for the equipment, software, and technical support they need to serve the public.

The ISA leads efforts to provide the community equitable access to reliable technology while planning ahead for how public computing needs will continue to change.

Reporting to the Library IT Manager, this technical supervisor position is responsible for the development, implementation, modification, support, and maintenance of SJPL's technology systems and programs. The ISA oversees end-user devices and day-to-day customer support services and directly supervises the Library Help Desk team of seven full-time and one part-time Network Technicians, and one full-time Library Clerk - overseeing their daily work, developing work plans, and managing performance.

The ISA also collaborates…